IT Support Engineer (225-731)

An IT Support Engineer plays a vital role in ensuring the smooth operation of an organization's IT systems and services. They are responsible for diagnosing technical issues, resolving user problems, and maintaining system performance. IT Support Engineers interact with both hardware and software components, becoming the first line of defense when technical challenges arise. They provide expertise across all IT functions, deliver exceptional customer service, and work closely with other IT professionals to implement solutions and enhance system efficiencies. The role typically involves being reactive to incidents, as well as proactive in system maintenance and user education. A successful IT Support Engineer combines technical acumen with communication skills, adeptly translating technical jargon into understandable terms for end-users. They are crucial in keeping network infrastructure, hardware, and software running smoothly, ultimately contributing to the organization's overall productivity and success.

Responsibilities

• Provide first-line support and troubleshoot IT-related issues for all users.
• Diagnose and resolve hardware, software, and user access problems efficiently.
• Install and configure computer systems and applications within the organization.
• Perform system and network administration tasks to ensure optimal performance.
• Maintain accurate records of IT incidents and monitor ongoing tasks and projects.
• Collaborate with IT departments to implement improvements and new technologies.
• Educate users on software and hardware through training and written materials.
• Manage security controls and compliance to safeguard system integrity and data privacy.
• Recommend useful upgrades or system enhancements to leadership and decision-makers.
• Assist in maintaining inventory of computer hardware and peripheral equipment.
• Ensure timely patch management and regular updates of software applications.
• Support the rollout of new applications adapting to user needs and requirements.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• Prior experience in an IT support or helpdesk role is strongly preferred.
• Strong proficiency in diagnosing and resolving IT systems and software issues.
• Excellent communication skills with the ability to explain technical issues clearly.
• Experience with network administration and configuration, including wireless systems.
• Strong organizational skills and ability to handle multiple tasks simultaneously.
• Knowledge of security protocols and data protection procedures essential for compliance.